Case Study: a major national brand boosts star ratings and cuts support costs with BILT

Major National Brand Improves Star Ratings & Slashes Support Costs by 30%

a major national brand was facing high costs associated with assembly-related customer support calls and product returns. For its complex products, these calls alone cost $750,000 annually and were responsible for the majority of customer complaints. To address this, the brand tested BILT's 3D Intelligent Instructions to provide clearer setup guidance for its customers.

The brand implemented the BILT app to deliver easy-to-follow, always up-to-date 3D assembly instructions. In a four-month test on a single product, BILT helped achieve a 30% reduction in support calls, a 3.7% drop in returns, and a significant improvement in star ratings and Net Promoter Score. This resulted in a combined sales lift and cost savings of over $86,500. The success drove a wider rollout, and BILT is forecast to deliver a 22x ROI for the brand.